There is a common desire among our clients to provide customers with outstanding service. U.S. Forensic has created a training module that addresses daily service challenges experienced by insurance claims professionals. In addition to the basic principles of customer service, the module educates participants on preventative measures that can be taken to improve positive outcomes. It also equips attendees with tools that are used to respond professionally to difficult or aggressive behaviors.
Communication Breakdown
Course Topics
- Cultivating a Culture of Customer Service
- Effective Communication
- Developing a Solution Focused Approach
- Understanding the Difficult Client
- Approaches that De-escalate vs. Escalate a Difficult Situation
- How to Respond Appropriately to the Following Behaviors
- Anger
- Impatient
- Demanding
- Aggressive or Passive Aggressive
- Opportunities to Apply Concepts
- Discussion Specific to the Needs of the Organization
About the Author
Michelle Hughes, MSW, LCSW is a 1995 graduate of Tulane University with a Master of Social Work. She is a Licensed Clinical Social Worker in the state of Louisiana. Mrs. Hughes oversaw operations for a healthcare company for more than 12 years with a focus on patient care, service delivery, and service line development. She provided consulting services, educational seminars, and training for organizations such as the Louisiana Hospital Association, and the Louisiana Nursing Home Association. In 2009, she served as Vice President of the Louisiana Association of Behavioral Health. In 2010, she joined the U.S. Forensic team as the Director of Business Development and has served on the local and state claims associations’ boards of directors. She has provided continuing education courses in multiple states on ethics, documentation, and customer service for the insurance industry.
If you would like to schedule a training for your team, please email Michelle Hughes at mi*************@********ic.com or call 337-280-2929. She would be happy to tailor a training that would meet the needs of your team.
